Suggestions, Comments and Complaints

How to Complain:

We make every effort to give the best service possible to everyone who attends our practice.

In the majority of cases the best way to resolve your concerns as quickly as possible is with the front line staff or the service or organisation that you are complaining about.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident or of becoming aware of the matter complained about.

Complaints can de made directly to the Practice Manager, Debra Surallie, via telephone, in writing or by completing our Complaint Form.  Alternatively please visit our feedback form if you have any suggestions. 

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

What We Shall Do

We shall acknowledge receipt of your complaint within three working days and aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.
  • Write to you on completion of a complaint investigation explaining how it has been resolved, what appropriate action has been taken and advising you of your right to take the matter to the Health Services Ombudsman if you are still unhappy.

If you wish to complain on behalf of someone else:

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note or our Complaints form signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. Please fill out this Patient Third-Party Consent Form.

NHS England

If you do not want to complain to us directly, you can instead make a complaint to:
NHS England
PO Box 16738
B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net

The Health Service Ombudsman in England

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Website: https://www.ombudsman.org.uk/making-complaint

Write:
Millbank Tower
Millbank
London
SW1P 4QP.

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements